diff --git a/reporting-samples/graphql-sample/DataDictionary/ContactAIAgentSession.md b/reporting-samples/graphql-sample/DataDictionary/ContactAIAgentSession.md new file mode 100644 index 0000000..df3c924 --- /dev/null +++ b/reporting-samples/graphql-sample/DataDictionary/ContactAIAgentSession.md @@ -0,0 +1,52 @@ +# Contact AI Agent Session Data Dictionary + +Contact AI Agent Session Record - It captures the lifecycle of an AI-assisted agent session from session start to session end across voice and digital channels. One interaction can include one or more AI Agent sessions. These records help report on AI Agent usage and performance, including containment, escalation, error, abandonment, average session duration, response time, engagement, channel utilization, language utilization, and AI Agent behavior. + +Note - These fields are applicable only for the API and not for Analyzer UI. + +| Field Name | Field Type | Description | Is Aggregation allowed? | Is GroupBy allowed? | Is Filter allowed?
(use 'filter' argument for all the fields) | Is Sortable? | Is Case Insensitive | +|----------------------------|------------|------------------------------------------------------------------------------------------------------------------------------------------|-------------------------|---------------------|-------------------------------------------------------------------|--------------|---------------------| +| interactionId | String | A string that identifies the interaction that contains the AI Agent session. | Yes | Yes | Yes | Yes | No | +| sessionId | String | A string that uniquely identifies the AI Agent session. | Yes | Yes | Yes | Yes | No | +| agentId | String | A string that identifies the AI Agent used in the session. | Yes | Yes | Yes | Yes | No | +| agentName | String | The name of the AI Agent that handled the call session. | Yes | Yes | Yes | Yes | No | +| agentType | String | The type of AI Agent that handled the call session, such as Scripted or Autonomous. | Yes | Yes | Yes | Yes | No | +| agentLanguage | String | The language used in the AI Agent conversation. | Yes | Yes | Yes | Yes | No | +| agentVoiceName | String | The voice name configured for the AI Agent. | Yes | Yes | Yes | Yes | No | +| agentVersion | String | The version of the AI Agent that handled the call session. | Yes | Yes | Yes | Yes | No | +| agentAIEngine | String | The AI engine selected for the AI Agent. | Yes | Yes | Yes | Yes | No | +| interactionOutcome | String | The final AI Agent interaction outcome, such as HANDLED, ERRORED, ESCALATED, or ABANDONED, based on the last AI Agent activity. | Yes | Yes | Yes | Yes | No | +| intent | String | The last intent captured during the AI Agent session. | Yes | Yes | Yes | Yes | No | +| errorCode | String | Error code captured when the AI Agent session fails or ends with an error. | Yes | Yes | Yes | Yes | No | +| channelType | String | The channel type for the AI Agent session, such as Digital or Voice. | Yes | Yes | Yes | Yes | No | +| ani | String | ANI digits delivered with a voice call. | Yes | Yes | Yes | Yes | No | +| dnis | String | DNIS digits delivered with a voice call. | Yes | Yes | Yes | Yes | No | +| entryPoint.id | String | The ID assigned to the entry point through which the contact entered Webex Contact Center. | Yes | Yes | Yes | Yes | No | +| entryPoint.name | String | The name of the entry point through which the contact entered Webex Contact Center. | Yes | Yes | Yes | Yes | No | +| flow.id | String | The ID of the flow associated with the AI Agent session. | Yes | Yes | Yes | Yes | No | +| flow.name | String | The name of the flow associated with the AI Agent session. | Yes | Yes | Yes | Yes | No | +| sessionStartTime | Long | Timestamp, in epoch milliseconds, when the AI Agent session started. | Yes | Yes | Yes | Yes | No | +| sessionEndTime | Long | Timestamp, in epoch milliseconds, when the AI Agent session ended. | Yes | Yes | Yes | Yes | No | +| duration | Long | Total duration, in seconds, of the AI Agent session. | Yes | Yes | Yes | Yes | No | +| welcomeMessageResponseTime | Long | Time, in milliseconds, that the user waits before receiving the initial welcome message from the AI Agent. | Yes | Yes | Yes | Yes | No | +| noOfTotalMessages | Int | Number of back-and-forth messages in the AI Agent session. | Yes | Yes | Yes | Yes | No | +| noOfUserMessages | Int | Number of user utterances in the AI Agent session. | Yes | Yes | Yes | Yes | No | +| averageResponseTime | Long | Average time, in milliseconds, for the caller to get a response for an utterance. | Yes | Yes | Yes | Yes | No | +| totalIntentCompleted | Int | Total number of intents successfully completed by the AI Agent during the session. | Yes | Yes | Yes | Yes | No | +| totalQuestionAnswered | Int | Total number of questions answered by the AI Agent during the session. | Yes | Yes | Yes | Yes | No | +| dialogCount | Int | Total number of dialogs by the AI Agent during the session. | Yes | Yes | Yes | Yes | No | +| bargeInCount | Int | Total number of barge-ins recorded for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| repeatCount | Int | Total number of repeats recorded for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| errorCount | Int | Total number of errors recorded for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| fulfillmentCount | Int | Total number of fulfillment actions recorded for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| lastAction | String | The last action recorded for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| totalActionCompleted | Int | Total number of actions completed by the AI Agent during the session. | Yes | Yes | Yes | Yes | No | +| overallEvalScore | Float | Overall evaluation score across evaluations for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| overallEvalScoreCount | Int | Number of evaluation scores contributing to the overall evaluation score. | No | No | Yes | Yes | No | +| evalInteractionsFailureCount | Int | Number of evaluated interactions that failed threshold criteria. | No | No | Yes | Yes | No | +| evalInteractionsCount | Int | Number of evaluated interactions for the AI Agent session. | No | No | Yes | Yes | No | +| deadAirTotalTime | Long | Total dead air time, in milliseconds, recorded for the AI Agent session. | No | No | Yes | Yes | No | +| deadAirCount | Int | Number of dead air events recorded for the AI Agent session. | Yes | Yes | Yes | Yes | No | +| wordRatioTotalScore | Float | Total word ratio score accumulated for the AI Agent session. | No | No | Yes | Yes | No | +| wordRatioCount | Int | Number of word ratio measurements included in the total word ratio score. | Yes | Yes | Yes | Yes | No | +| intervalStartTime | Long | Start timestamp, in epoch milliseconds, of the aggregation interval when `aggregationInterval` is used. | No | No | No | Yes | No | diff --git a/reporting-samples/graphql-sample/README.md b/reporting-samples/graphql-sample/README.md index 1107138..2f64180 100644 --- a/reporting-samples/graphql-sample/README.md +++ b/reporting-samples/graphql-sample/README.md @@ -1064,13 +1064,14 @@ This repository is organized into multiple files that you can paste directly int Refer data dictionaries for available fields and supported operations for each query type and record. -| Query Type / Record | Dictionary Link | -|----------------------| ----------------------------------------------------------------------------------------------------------------------------------------- | -| taskDetails / CSR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/CSR.md) | -| taskDetails / CAR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/CAR.md) | -| agentSession / ASR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/ASR.md) | -| agentSession / AAR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/AAR.md) | -| taskLegDetails / CLR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/CLR.md) | +| Query Type / Record | Dictionary Link | +|--------------------------------------------------| ----------------------------------------------------------------------------------------------------------------------------------------- | +| taskDetails / CSR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/CSR.md) | +| taskDetails / CAR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/CAR.md) | +| agentSession / ASR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/ASR.md) | +| agentSession / AAR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/AAR.md) | +| taskLegDetails / CLR | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/CLR.md) | +| contactAIAgentSession / AI Agent Session Record | [link](https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample/DataDictionary/ContactAIAgentSession.md) | ## Support